Customer Relations / Case Manager

Customer Relations Manager/Case Handler

Start Date-ASAP

Salary: £26,000per year

Monday – Friday 10am-6pm

Working for our client Volkswagen Group (which incorporates the well-known vehicle brands of Volkswagen cars, Volkswagen Commercial Vehicles, Audi, SEAT & Skoda).

We are looking for confident, articulate customer service individuals to join our already impressive case handling team. In this role, based in our state of the art contact centre, you will be responsible for resolving a plethora of customer service enquiries via both inbound and outbound calls and various communication means.

. You must focus on issue ownership and resolving the customer’s issue throughout the life of the case to ensure you maintain the Brand’s image. You are responsible for consistently delivering differentiated and personalised customer experiences by executing various customer management techniques and building strong working relationships with the 3rd party retail network

Key accountabilities (including but not limited to):

Responsible for all aspects of the customers issue (case) following the “five steps” methodology

Delivery of an outstanding customer experience every time

Assume ownership and ensure all inbound and outbound contacts are handled promptly, efficiently and with a high level of professionalism

Ensure all contacts are recorded on the relevant case management/client systems

Create an energetic and exciting experience for customers at first point of contact with the brand, matching their interest and passion

Making outbound calls and other forms of contact with 3rd parties in resolving customer marketing enquiries and issues raised

Maintain an up to date knowledge of relevant brand, product, marketing and procedures relevant to customer enquiries

We want someone who:

Has strong communication skills including the ability to understand common metaphors and colloquial phrasing

Has excellent interpersonal skills both verbal and written as well as a excellent aptitude with technology-based solutions and products

Has exceptional customer handling, conflict management, negotiation and empathy skills coupled with high levels of emotional intelligence

Has the ability to think differently and at times outside of ‘tried and tested’ solutions

Can help drive Customer Satisfaction

Can demonstrate excellent typing and accuracy skills

If this is the role you have been waiting for then apply via the link below or send your current up to date CV to

Working in a comfortable open plan office environment, we provide all of the training & support you’ll need in order to deliver a great customer experience.
Our jobs in Leeds Valley Park are a 10 minute drive south of Leeds City Centre, home to the Volkswagen Group. Our newest contact centre is situated close to the M1/M621.

We offer colleagues the opportunity to sign up to our car share scheme, run a free shuttle bus from Leeds City Centre and there are excellent public transport links from across Yorkshire. Colleagues also have access to an on-site cafe serving hot and cold food